Client Terms
Effective date: 21 September 2026
Our agreement with you
Atempo is a trading name of ATEMPO AGENCY LTD, registered in England and Wales under company number 17419243. Our registered office is 245 Bury New Road, Whitefield, Manchester, England, M45 8QP, United Kingdom.
We provide bespoke creative, design, strategy and production-related services primarily to business clients. This page summarises how we work with clients. The detailed terms for your engagement are provided in your service agreement and project brief before you commit.
Before any project begins or any payment is taken, we provide the full contract for review and signature. You have the opportunity to review the scope, fees, payment schedule and terms, and ask questions before signing.
Work begins only after the agreement has been signed, the project scope has been confirmed in writing and any required initial payment has cleared. The start date and delivery schedule are confirmed for your project.
The signed agreement and project brief set out the terms applicable to your engagement, including any expressly agreed variations. This page does not amend an existing signed agreement or limit rights that cannot lawfully be excluded.
Quotes scope and additional work
Our services are priced individually according to the project scope. Your written proposal or project brief identifies the services, deliverables, price, timeline, revision allowance and file-delivery arrangements.
Unless the proposal states otherwise, quotations remain valid for ten business days. Availability and timing are confirmed when the project is scheduled.
Changes to the agreed scope, additional deliverables and work beyond the included revision allowance may affect the price and timeline. We confirm additional charges in writing before proceeding with that work.
Payment and currency
UK clients are normally invoiced in GBP and clients outside the UK in EUR. Any different currency arrangement must be agreed in writing. Your quotation and invoice identify the applicable currency, charges and any applicable taxes.
Unless a different schedule is expressly agreed in your project documents, our standard payment arrangements are:
Project fee in the agreed currency | Payment schedule |
|---|---|
Below £1,000 or €1,000 | 100% on confirmation, before work begins. |
£1,000–£5,000 or €1,000–€5,000 | 70% on confirmation, 20% at the agreed mid-project milestone and 10% before final delivery. |
Above £5,000 or €5,000 | A project-specific milestone schedule agreed in writing before payment. |
Invoices are normally payable within seven calendar days of issue. Where an initial payment or final balance is required before work or file release, that condition must also be satisfied.
Approved small additional requests within an existing client relationship may follow the billing arrangements in that client’s agreement. Retainer fees, billing dates and notice periods are agreed separately in writing.
Bank-transfer details are provided on your invoice. Any other available payment method is confirmed directly with you before payment.
Third-party costs, such as font licences, stock imagery, printing, manufacturing or software subscriptions, are not included unless expressly stated in your quotation. Any costs payable through Atempo are identified and agreed before they are incurred.
Communication feedback and revisions
Your designated account manager coordinates project requests, feedback and approvals. Formal approval of scope, pricing, timelines and deliverables must be confirmed by email. Other agreed channels may be used for day-to-day coordination.
Please provide feedback in one consolidated response per revision round, within the agreed review period. Your project documents specify the number and type of revisions included.
Requests to change an approved design or add to a completed project are assessed as new work and quoted where appropriate. This does not remove any right to have a failure to meet the agreed specification or required standard of service addressed.
Timelines and delivery
Delivery dates depend on the agreed scope, receipt of required materials and specifications, timely feedback and approvals, and any relevant supplier dependencies.
If changes, missing inputs or other dependencies affect the schedule, we communicate the impact and confirm a revised timeline. Production or sampling support is included only where it forms part of the agreed scope; additional support is quoted separately.
Final files are delivered in the agreed formats once the relevant work is complete and the required payments have cleared.
Pausing or cancelling a project
Please send any request to pause or cancel a project to your account manager by email, or contact design@atempo.co. We confirm the project’s status and any amounts payable or refundable under your signed agreement and applicable law.
For a client-requested cancellation, completed work and work in progress may remain chargeable under the agreement. Work in progress is assessed proportionately. Payments already received are taken into account in the cancellation statement. The treatment of any deposit, reserved capacity and prepaid fees is explained in your contract before payment.
Retainers normally require at least thirty calendar days’ written cancellation notice, unless your agreement specifies a different arrangement. Your contract explains the charges and treatment of prepaid fees during that period.
A pause may affect team availability, pricing and the delivery schedule. A prolonged pause may lead to closure under the agreed contract terms; any restart arrangements must be confirmed in writing.
Refunds and service concerns
If you believe a payment should be refunded, or you have a concern about the services, email design@atempo.co with your project name, invoice reference and the reason for your request.
We assess refunds against the signed agreement, the work performed, amounts paid, the reason for cancellation or complaint, and applicable law. A refund due under applicable law is not excluded by this page or by describing a payment as non-refundable.
Where you contract as a consumer, any applicable statutory cancellation and service-quality rights remain unaffected. Information about any applicable cancellation period and a request to begin services during that period is provided before the contract is concluded.
Final files ownership and editable source files
Your agreement specifies the ownership or licence rights that apply to the final deliverables, including their permitted use and when those rights take effect. Delivery of files does not, by itself, grant rights beyond those agreed.
Editable source files, native working files, reusable templates, unused concepts and preliminary materials are not included unless expressly agreed in writing. If you need editable files or a particular copyright assignment, raise this before the project begins so that the scope, fee and required documentation can be confirmed.
Pre-existing agency materials and third-party assets remain subject to their applicable ownership and licensing arrangements.
Questions and complaints
Contact design@atempo.co for questions about these terms or a service complaint. Existing clients may also contact their designated account manager; invoice queries can be sent to the accounting contact shown on the invoice.
We aim to resolve concerns through direct discussion and the dispute process in the signed agreement. For information about how we handle personal information, read our Privacy Policy.
